Team Lead – Process Automation, Optimization & Operations - REQS Solutions - Bengaluru
(2025-08 - 2026-08)
- Lead, coach, and manage a team of 15 agents across automation and operations functions, overseeing daily performance, scheduling, and productivity to ensure consistent SLA adherence.
- Track and analyze team KPIs including accuracy, throughput, AHT, and quality scores; present weekly dashboards to leadership with actionable insights and improvement plans.
- Conduct regular 1-on-1s, coaching sessions, and performance reviews to develop agent skills, address performance gaps, and sustain high team engagement.
- Engineered and deployed an end-to-end process automation solution for medical billing, orchestrating a seamless data pipeline using advanced Excel (Power Query, Macros) — achieving a 90% reduction in manual effort and saving 3+ hours daily.
- Built Python-based automation to convert billing data from PDF to Excel, eliminating manual data entry, reducing processing time by 75%, and improving accuracy.
- Designed and implemented a comprehensive Quality Control (QC) framework with automated tracking, scoring mechanisms, and real-time stakeholder reporting dashboards in Power BI.
- Led process optimization initiatives across billing workflows — identified bottlenecks, redesigned processes, and standardized SOPs, resulting in measurable cycle-time reductions.
- Collaborated cross-functionally with IT, Operations, and QA teams to maintain data integrity and drive continuous workflow improvements.
- Developed training materials and conducted workshops on automation tools, ensuring sustained adoption and upskilling across the team.
Quality Assurance Analyst / Team Lead – Quality Control & Agent Performance - Just Energy - Bengaluru
(2022-12 - 2024-10)
- Owned end-to-end QC operations — designed the quality framework, defined scoring criteria, and drove a 25% improvement in team quality scores through structured feedback and targeted coaching.
- Analyzed agent-level performance data to identify trends, coaching opportunities, and process gaps; presented weekly KPI reports to senior management with data-driven recommendations.
- Conducted systematic Root Cause Analysis (RCA) on recurring customer complaints and quality failures, implementing corrective actions that reduced repeat issues by 30%.
- Created, maintained, and enforced 15+ SOPs across support operations, achieving 95% compliance through structured training and regular audits.
- Developed and delivered training programs covering product knowledge, communication skills, and service delivery — continuously refining content based on assessment outcomes.
- Built automated reporting dashboards in Power BI and Excel to track CSAT, AHT, FCR, and quality metrics, enabling real-time performance visibility for the leadership team.
Senior Global Support Associate - Equinox Agents - Mumbai
(2021-07 - 2022-11)
- Provided specialized support for medical billing processes, software troubleshooting, and account management, achieving a 95% first-contact resolution rate.
- Conducted onboarding training for new clients on billing software and procedures; created user guides and knowledge base articles that reduced support volume by 20%.
Global Support Associate (Started as Associate and then Acting Team Lead) - Sutherland - Mumbai
(2019-06 - 2021-05)
- Led a team of 8 support associates, managing schedules, coaching, and escalations while consistently meeting SLA targets.
- Developed automation scripts for repetitive support tasks, conducted queue analysis that reduced average wait time by 35%.
- Maintained a 90% customer satisfaction rating while delivering technical support for Norton Antivirus across installation, configuration, and performance optimization.
Global Support Associate - WNS Global Services - Vishakhapatnam
(2018-05 - 2019-01)
- Managed end-to-end shipping operations including freight coordination, shipment tracking, route optimization, and logistics issue resolution for international clients.
